Manage your on-line reputation

Here is a good little article on On-line reputation mgmt. Adapted from an article from the American Assn. of Cosmetology Schools... I tweaked it to apply to any business...
Have a look and a learn... Good stuff. More good things on their web site here.

3 Steps to Online Reputation Management
Small business owners know that word of mouth is an important part of the referral generating process. However, in today’s digital world, “word of mouse” may be even more important. Do you monitor your business'’ online reputation to see what others are saying about you in the cyber-sphere?
Online reputation management is particularly important today when many individuals turn to search engines first when they begin to consider a purchase. Ensuring your name comes up early in the search engine optimization process is important. Often, however, the first listings to appear following a search are online referral sites such as Yelp!, GoogleMap and CitySearch. A negative comment on one of these sites may deter a prospective customer.
Following are some tips that can assist with managing your businesses’ online reputation.
1. Check out your businesses’ reputation on the “centers of influence” in your local market. You don’t need to check every site; just the large ones. For example, visit Yelp.com, enter your city and business name, and you’ll be able to see what people are saying about their experience with your business. You may also want to check out the online conversation on Twitter, which makes it easy to search by business name.
2. Respond to negative inquiries, but in a polite and offline manner if possible. If the criticism appears legitimate (i.e. not a disgruntled former customer simply trying to cause trouble), it is acceptable to respond online, apologizing and explaining how the situation should have been handled in accordance with your procedures. Ask for an opportunity to serve the party again. Always refrain from getting into disputing the complaint or defending your actions. Once something enters the online world, it can literally reside there forever.
3. Consider ways to get raving fans to applaud your business. Admittedly, it may be harder to get those without an axe to grind to write about your business. Also, caution is important. Some businesses have been caught trying to buy positive referrals. This smacks of dishonesty and should be avoided at all costs. Ask your favorite customers who are avid social media users if they’d mind posting a reference about your business, or consider some point-of-sale signage. For example, signs at the register could say, “Were you delighted with your service today? Share the word on Yelp!”
Monitor the conversation, respond appropriately and personally, and engage your happy customers in the dialogue. Follow these three steps and you’ll be on your way to enhancing your business’ online reputation.

and the yelp! web site referenced above...

Economic recovery 2010, The game has changed

Economic recovery 2010, The game has changed

Many are happy to believe that we have hit bottom and begun the slow climb out of the economic hole that was the past year and one half. A and B salons, beware… if you plan is to enthusiastically embrace returning clients who fell off your radar screen during the downturn… You need to know… they are NOT coming back. $100 salons lost heads to $50 salons… $50 salons lost ‘em to $25 shops… and so on down the line. I heard form many chain salons exclaiming that the economic downturn was a gift. They saw new and different traffic than ever before. And they understood that if they served and supported these former bigger spenders that they could easily keep them when things improved. Many chains have done just this. These down-market shoppers have strong spending habits and LOVE to feel like they are getting a bargain. If the chain did not satisfy, they have gone looking for another… but they are likely NOT to go back to spending more than they now know they do not have to.
Upper end salons will have to master 3 things… rebooking current clients to keep them on a tight turnaround leash… and building average ticket so as to make the most of the opportunities they have… and, of course… asking, begging and groveling for referrals. Many salons got lazy in the prime years and forgot how to “work” for it.
The good news is that the basics of our business still hold up in any economy.
More on this in the coming weeks.

2010, week 1, Clipper tip

Time to get 2010 off on the right foot. here is your Ivan Zoot / ClipperGuy / Andis Clipper Tip of the week for week 1, 2010.

Clean Sweep – Sweep frequently. It keeps the shop looking professional. A clean floor is a safe floor, too, preventing slips and falls.

Every client, every time. We stopped seeing the hair a long time ago. A wise boss once told me... "every client should walk up to the chair as if they were the first client of the day". This goes for station tops and mirrors too. If it is not convenient to grab the broom and sweep each client... MOVE THE BROOM!... So it is close at hand and fast and easy to do.

Sweep for all cutters in the shop when you sweep for yourself... do not get hung up on getting ALL the hair at the other stations... do not beat their feet up with the broom for that last snippet... Sweep your chair and make a quick pass at the others... if we all sweep for each other we all sweep less... and more often... and the shop is cleaner all the time.